Senior Manager - Customer Service Quality
Location: Bengaluru
• Experience: Senior Level
• Openings: 1
Job description
Roles & Responsibilities
Lead and manage the Customer Service Quality function, ensuring
consistent delivery of high-quality customer interactions across all support
channels.
Develop, implement, and continuously enhance quality assurance
frameworks, scorecards, monitoring methodologies, and governance processes.
Establish quality KPIs, performance benchmarks, and reporting
mechanisms to drive operational excellence and customer satisfaction.
Conduct quality reviews, audits, calibration sessions, and
compliance assessments to ensure adherence to organizational and regulatory
standards.
Analyze quality trends, customer feedback, VOC data, and
operational metrics to identify improvement opportunities and drive corrective
actions.
Must-Have Skills
Quality Framework Design & Implementation
Contact Center / Customer Support Quality Operations
Transaction Monitoring & Calibration
CSAT, NPS, FCR, AHT, Quality Score Management
Risk & Compliance Audits
Process Improvement & Automation